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Ways to Pay

Credit or Debit Card: We are able to accept payment by the following cards: Mastercard, Maestro, Visa, Switch, Solo, JCB & Visa Electron via Sagepay, an online secure merchant house. We can also accept Paypal. Credit and debit card details can also be taken over the phone if you prefer - please call us on 01865 407574.

By cash: We are happy to accept cash in face-to-face transactions only. Please do not send cash through the post. We no longer accept cheques.

We aim to have all orders despatched within 2 working days of receiving your cleared payment for them (most orders are currently being sent same or next day), although in busy periods, severe weather and school holidays, please allow a little longer. If you are using a Nappy Voucher to pay for part or all of your order, please note that the order will not be despatched until we have received the original voucher.

If you require your order by a particular date please state this on the order form. For guaranteed fast delivery please select Express Delivery. Although Standard Delivery (2nd class) is only offered as an option on orders over £40, if you would prefer your smaller order to be sent second class, please let us know.

Please note that in order to have free UK delivery, you need to choose this delivery option in the checkout process.

Charges for UK mainland postage and packing via Royal Mail are as follows:

First Class Delivery - any order value

£2.95

Standard (Second Class) Delivery - orders over £40 only

FREE

UK Express Delivery*

£7.95

UK Nappy Trials (Plush Pants)

£6.00

UK mainland includes Scottish Highlands and Islands, Isle of Man, Isle of Wight, Isles of Scilly and Northern Ireland, but excludes Channel Islands which are charged the European delivery rates.

*If you require your order by Special Delivery or Courier (24 hour delivery to arrive next working day), then please choose UK Express Delivery on your order form. In this case, the postage charge will be £7.95 irrespective of the value of the order. Orders for Express Delivery placed and paid for with cleared funds by 12.00 noon on a standard working day (Monday to Friday excluding public holidays) will be dispatched the same day. Orders placed after 12 noon will usually be dispatched on the next working day. Please ensure you provide a daytime phone number in case we have any queries. Please note we are unable to guarantee Saturday delivery.

Charges for overseas postage and packing are as follows:

European Delivery

Orders up to £60 - £8.95

Orders £60-£99.99 - £15.50

Orders £100+ - £25.00

Rest of the World

Orders up to £60 - £12.00

Orders £60-£99.99 - £22.50

Orders £100+ - £40.00

Particularly bulky or heavy orders being sent outside the UK may attract a shipping surcharge, we will advise you if this is the case and let you know how much extra it will be. You will then have the choice to either pay the surcharge, or to cancel the order. There is no charge for cancelling an order in these circumstances.

Smaller overseas orders are sent by post, large or bulky orders are usually sent by courier. In either case your order should take no more than a week to arrive after despatch if within Europe, two weeks if outside Europe. Please note we do not part-despatch overseas orders. If any item in your order is out of stock, we will contact you to suggest an alternative if possible, or to let you know how long it will be until the order can be completed. If you prefer us to remove out of stock items from your order this can easily be done and your card refunded for these items.

We do not currently ship to the US or Canada, sorry.

Delivery Times:

UK orders are usually sent by post, and our tracking system will indicate when it has been sent. We aim to despatch your order within two working days of receiving payment. If an expected parcel has not arrived, it's well worth checking with your local sorting office, as 99% of the time this is where they end up, even if no red card has been left.

You will receive two e-mails after placing your order, one from us to confirm what you have ordered, and another from either Sagepay or Paypal to confirm your payment transaction. If you do not receive one or both of these e-mails please check your junk folder – especially if you are a gmail or Hotmail user – move our e-mails into your inbox and add to your safe senders list or address book so that any future attempts by us to contact you about your order will not be treated as potential spam.

Please allow up to 14 days between placing your order and receiving your goods – this will allow plenty of time for the unforeseen and, in most circumstances, your order will be delivered well within this time. If you require your delivery by a particular date, please indicate this when ordering, or upgrade to Express Delivery.

If you are local to us in South Oxfordshire, and prefer to collect your goods, please telephone us to arrange a mutually convenient time to do this. If you have paid a postage charge this will be refunded on collection to the payment method used on the order.

Back Orders:

If an item is out of stock, we will offer an alternative if possible (alternatives are only sent with your agreement), or alternatively place it on back order for you. Your invoice will advise that this has been done, and give you an estimated delivery date for the goods where this is known. If you would like more information about your back ordered item(s) please contact us. If you would prefer to cancel any out of stock items from your order, please let us know and we will refund you for them.

Please note that our online payment system will automatically charge for the full value of your order, even if items are out of stock.

Refunds and exchanges:

If you are not satisfied for any reason, you can return the product in its new and re-saleable condition within 14 days and we will send you a replacement, or refund you the purchase price as preferred. Please quote your invoice number, name and address with all returns. We cannot refund or credit washed/used nappies or wraps unless faulty. Please be certain of your choice before washing or using - if you have ordered a large number of nappies, it might be sensible only to wash a few to begin with, until you're sure you're happy with your purchase.

When returning goods, we recommend that you obtain a "proof of postage certificate" free from the post office, for your own benefit. The cost of returning unwanted items rests with the customer.

Please note that, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a cooling off period of 14 days which starts when you place your order, and ends 14 days after receipt of the goods. During this period, you may return goods in saleable condition for any reason whatsoever. If the value of the goods has been reduced as a result of you handling them more than was necessary, we reserve the right to make an appropriate deduction from your refund. It is expected that the goods will not be handled more than you would handle goods in a shop. This notice shall be deemed to fulfil Earthwise Trading Limited's obligation to inform you of your rights, and all orders will be accepted on the understanding that you have been so informed.

Faulty items - we take great care to ensure that all products reach you in first class condition, however if an item you have purchased is faulty, please contact us in the first instance to let us know what the problem is, and we will contact you as quickly as possible to get the matter sorted out. Where faulty goods need to be returned, we will usually cover the reasonable costs of returning the item, and will often send you pre-paid packaging to enable you to return the item safely. Please contact us in the first instance and we will advise you how to proceed.